Zendesk vs HESK

Zendesk is a robust, enterprise-ready customer service platform built for scale and flexibility. It brings together ticketing, live chat, phone support, and social media communication in a unified space. AI agents can autonomously resolve up to 80% of interactions, and AI copilots assist agents by recommending responses, summarizing threads, and suggesting next steps.

Workflow automation—through triggers and macros—optimizes ticket routing, prioritization, and escalation. Quality assurance tools allow managers to review performance, apply scoring rubrics, and deliver targeted coaching.

HESK is a lightweight, web-based help desk designed with simplicity and functionality in mind. Its core features include customizable ticket submission forms, automated email notifications, and a built-in knowledge base to reduce repetitive queries. Administrators can route and prioritize tickets, attach files, and assign tasks to staff with ease.

Advanced capabilities such as canned responses, ticket locking, audit trails, and multilingual support make it suitable for small to mid-size teams. HESK also enables role-based access, detailed reporting, backup and restoration of data, and integration with authentication systems like LDAP/Active Directory.